Let the AI agent suggest replies to agents instead of writing to customers

Last updated: 4 November 2026 · 4 min read

Steps

1. 1

   Choose the mode

   Open “Clomni AI”, click the agent in the “AI agents” list and choose “Where it works” in the menu on the left. Every channel the agent is on has a mode next to it:

   • “Replies”: the agent replies to the customer itself, hands over and closes. Every channel you connect starts in this mode;
   • “Suggests only”: the agent writes nothing to the customer and suggests its reply to the team instead.

   The choice works at once. It isn't part of the draft and doesn't need “Publish”.

2. 2

   How the channel works

   In “Suggests only” the channel's conversations go to the team, like any channel. When the customer writes, the agent prepares its reply with its instructions, rules, knowledge sources and safety settings. It doesn't hand over, close or add labels, and it sends no follow-ups. There is no suggestion for a message the agent would hand over or leave unanswered. When a customer writes again in a conversation the agent was answering before, the conversation goes to the team.

   A conversation given to an AI agent by name is answered by that agent, as before.

3. 3

   Use a suggestion

   The suggestion shows above the conversation's reply box. “Use suggestion” puts the text into the reply box: edit it and send it. “Close” closes the suggestion. Once someone replies to the customer, or the customer writes again, the old suggestion is hidden and a new one is prepared for the new message. Suggestions use AI credit.

4. 4

   Track the acceptance rate

   On the agent's “Results” page, the “Suggestions to agents” card shows how many suggestions were made in the period, how many were used and how many were closed. The acceptance rate is the share of all suggestions that were used. The card shows only for an agent that made suggestions.